Implementation Engineer

Implementation Engineer

Location: Remote, U.S.

ContactEngine is a cloud-hosted conversation platform, and part of NICE CXone's suite of customer engagement software. Proactive and omni-channel, ContactEngine leverages artificial intelligence, natural language understanding and machine learning so that global brands can transform their customer journeys. ContactEngine disrupts the traditional call-centers; just a fraction of the cost to deploy and run, but with three times the customer engagement rate of its manual call-center predecessors. This means that as well as being lower cost, ContactEngine can drive corporate KPIs harder and faster, at the same time as improving the customer experience.

As an Implementation Engineer, you will work on projects that are critical to our Client's success. Our Implementation Engineers are versatile leaders that enthusiastically take on new challenges as we continually push our technology forward.

You will work within the implementation team, at the heart of all activity. In consultation with the Customer Success team, Product development, and AI innovation teams you will help design and implement the business and technical requirements to successfully deliver ContactEngine deployments for multiple clients.

• Learn Client’s business processes to define and document requirements for automated transactions of proactive customer journeys
• Document End to End Application Integration Specifications
• Configure, perform E2E testing, debug and deploy the SaaS platform based on client requirements.
• Define and implement ContactEngine customer journey optimization strategies by utilizing data analytics in conjunction with a deep understanding of the ContactEngine transactional data model.
• Write queries in SQL and build reports and dashboards.
• Collect, organize, analyze, and disseminate information with attention to detail and accuracy
• Write and debug code snippets (in JavaScript).
• Build and test APIs (C#).
• Work with Customer Success Managers, Product development, and AI innovation teams to implement the business and technical requirements of ContactEngine deployments for Market Trials and Production releases.

• Bachelor's/Graduate degree focused on STEM or equivalent practical experience.
• Knowledge of basic programming languages and data structures.
• Curious with a passion for learning
• A keen problem solver
• Ability to successfully work in a team-oriented, highly collaborative environment.

If you don't have these but are willing to learn, please apply:

• Graduated with a degree in Computer Science, Business Analytics, Data Analytics.
• Technical expertise in data structure extraction and summarization.
• Experience with integration tools.
• Application knowledge of Excel, BI tools, Postman (or other API development environments).
• Ability to learn other coding languages as needed.
• Additional knowledge and experience in Java and RESTful services a plus.

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.